U2 Travel and Tours
Complaint 261915 Details

I bought 6 tickets on Febuary 7th, 2013 (invoice number 0002621) and record locator DONZEV. Qatar flight QR 0992 to Lahore, Pakistan was scheduled to fly out from Chicago OHare airport on May 19 6:55 pm. With our confirmed tickets we arrived at the Chicago OHare airport to find out there is no such flight that day. With luggage of 6 family members we scrambled around the airport for an hour trying to find some answers. The Qatar counter was closed and the Qatar 1800 number was closed because it was Sunday. We spent over an hour in agony on Chicago airport with our luggage going from person to person, and counter to counter with some redirecting us to different terminals, and different desks. We finally found a flight agent who finally was willing to look at our ticket and she was able to figure out that there is no such flight leaving via Qatar that day. She informed us that the next flight did not leave till Tuesday. We are frequent international flyers and we have never had such problem. But this was our first time with Qatar.

We called our agent, Kabir Alvi, working for U2 Travels and Tours based in Houston, right away. He did not reassure us that the travel agency will take care of us when in such a devastating event. He informed that he cannot do anything, harassed us with worst customer service and told us that it is our fault in first place for not confirming. He then told us to find a hotel. He did not give us options. He did not help us find hotel, shuttle, care rental or any other options. Even when asked to help us find a hotel, he harshly refused and told my daughter in most condescending tone “This is America, go outside and find a hotel.”He did not provide us with customer support and harassed my son, my daughter and I in an already most agonizing situation. He claimed that it is not his responsibility and it is his favor to us that he is even picking up our call on a Sunday.

Upon finally getting hold of a Qatar agent next day, Qatar agent refused to talk to us. They claimed that if we bought a ticket through an agent then only the agent can call and ask. However, our agent was not cooperating. He was not telling us who is at fault. Who failed to inform us with such a huge piece of information that offset our whole travel plans. He rescheduled our flights for Tuesday which we later found out had no guarantee for the seats. The flight had seats for 300 people and the counter agent told us it was booked for 315 people. Qatar and the flight agency was unable to inform us what really happened and we have not received any accommodations for the food and hotel for two days in Chicago. According to Qatar rules and regulations if Qatar is unable to inform the customer they provide with full accommodation, including hotel, food, and care rental for all passenger affected, until the next flight out. The agent did not reassure us with this information either However, when we would call the agent, he kept blaming the Qatar airlines, and when we called Qatar airlines kept blaming the agent. We were stuck in the middle with no answers.

He never recognized that such a big mishap has happened to us with financial loss, huge disruption of travel plan, and lost of two days of the trip. We could have bought the tickets online but we went through his agency to get support and customer service. He gave the worst customer service and even harassed us instead of claiming responsibility, when he spoke to us. He e-mailed some people about accommodation of our loss, upon our insistence, but he never followed up. His lack of information and support left us in huge mental stress and financial debt. My wife and I, already patients of hypertension, were put in even worse health situation due to added stress and no relief.

I would like to have an investigation going against both Qatar Airlines and U2 Travel and Tour for financial loss, huge anxiety and stress, harassment and horrible customer service from Qatar and Travel agency and lack of responsiveness and get accommodation reimbursement from the party at fault.
Upon request I can provide tickets, receipts, call records, and pictures of the hotel stay of 6 people in one room for two days and the physically horrible condition we went through.